ProTools License Gone Missing During Reinstatment

[walkerhigg]

Hi!

I just bought a reinstatement plan through Sweetwater and all was going well until I tried to apply that upgrade and support plan to my old Perpetual License in my "My Products" Page.

As I clicked the button there was an "internal server error" and now my old ProTools License has disappeared and not been replaced with a new one in my iLok License Manager.

Although I now have the Avid Complete Plug In Bundle and HEAT, so I assume that the ProTools license just never made it to my account. I also submitted a support ticket.

Any help?
Thanks in advance!

[thedoublelife]

I have the same question. The system ID is gone after payment processed. I have 2 perpetual licenses and now it only allows me to activate the one which is already activated.

Not sure if I misunderstood anything, will file query and update here as soon as there's any reply from Avid.

[thedoublelife]

Update, able to update the license 2 mins ago, I just kept pressing the update button, until it manages to update. Guess you'll be able to update it now, should be some problem in their server.

[walkerhigg]

Still have not found a solution. No Pro Tools license in my account, only complete plug in bundle and HEAT

[JFreak]

Hi, welcome to the community.

Please post your case number here and as soon as jeffro sees this thread he may be able to help you

[jeffro]

Originally Posted by walkerhigg

...there was an "internal server error" and now my old ProTools License has disappeared and not been replaced with a new one...

Welcome to the community.

Sorry for the trouble. I checked in on your case and it looks like this has been resolved with an update from the CS rep. Please check your email and reply there if needed.

[jeffro]

Originally Posted by thedoublelife

Update, able to update the license 2 mins ago...

I see that your case was updated and I triple-checked your accounts to confirm your product and licenses are all correct.